hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

A 'Paper Jam' Error Displays on the HP Photosmart 3100, 3200, and 3300 All-in-One Printer Series

Issue

A 'Paper Jam' message displays on the product control panel. There is jammed paper inside the product. The product stops printing.
Experiencing frequent or recurring paper jams?
If you are looking for information on preventing a paper jam from recurring, you can skip to the prevention and cause sections in this document.

How to use the solutions in this document

To resolve the issue, try each solution in this document, and then use the steps in this section to print a self-test report. This step determines if the product hardware functions correctly. When you have resolved the issue, and the product successfully prints a self-test report, there is no need to continue troubleshooting.
How to print a self-test report
  1. Load plain white paper into the tray.
  2. Press the Setup button.
  3. Press 1 to display the Print Report menu.
  4. Press 1 again to select Self-Test Report. The self-test report prints.
IMPORTANT: Try to print a self-test report after every solution even if the solution resolves the issue.

Solution one: Turn the All-in-One off, and then on

Sometimes, the product can indicate a paper jam even though there is no jammed paper. Use the following steps to clear any possible false paper jams.

Step one: Turn the All-in-One off, and then on

  1. Press the Power button () once to turn off the product.
    note:
    Continue with these steps even if the product does not turn off when you press the Power button ().
  2. Disconnect any USB or Ethernet cables from the rear of the product.
  3. Disconnect the power cord from the rear of the product.
    Figure : Disconnect the power cord
    Illustration of disconnecting the power cord.
  4. Wait 15 seconds.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Clear a paper jam from inside the All-in-One

Follow these steps to clear a paper jam from inside the product.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
  caution:
Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.
Remove any loose paper
Do not pull jammed paper
Illustration of removing paper.
Illustration of warning to not pull jammed paper from under the cartridge access door

Step two: Clear the paper jam from the rear of the All-in-One

Follow these steps to clear the paper jam from the rear of the product.
  caution:
Never pull jammed paper from the front of the product. If you can pull it from the rear of the product, always try the rear first. Pulling paper from inside the front cover can cause mechanical damage to the product.
  1. Press the Power button () to turn on the product.
  2. Disconnect the power cord from the rear of the product.
    Figure : Disconnect the power cord
    Illustration of disconnecting the power cord.
  3. Remove the rear access door. Press in the release tab on the rear access door, and then pull the door away from the product.
    Figure : Remove the rear access door
    Illustration of removing the rear access door.
    If the product has a two-sided printing accessory (duplexer) remove the duplexer. Press in the buttons on each side of the duplexer, and then pull it out away from the product.
    Figure : Remove the duplexer
    Illusration of removing the duplexer.
  4. Gently remove any jammed paper or bits of torn paper from the rollers inside the product. Use both hands to pull any whole sheets of paper to avoid tearing them.
      caution:
    Use a flashlight to thoroughly check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more jams are likely to occur.
    If the product has a duplexer, check inside the duplexer for jammed paper or bits of torn paper.
  5. Check the rollers on the rear access door or duplexer. Make sure that the rollers are not missing, turn easily, and have no give when you press them.
    Figure : Check the rollers on the rear access door
    Illusration of checking the rear access door.
  6. Reattach the rear access door or duplexer. Push the door or duplexer in until it snaps into place.

Step three: Clear the paper jam from the front of the All-in-One

Use the following steps to carefully clear any jammed paper from the front of the product.
  caution:
Carefully remove paper from the front of the product. Pulling too hard on jammed paper can damage the print mechanism.
  1. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  2. Gently remove any jammed paper or bits of torn paper from the rollers inside the product.
      caution:
    Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism. Use a flashlight to make sure that you find all traces of paper.
    Figure : Use a flashlight to look for jammed paper
    Photo of using a flashlight to look for jammed paper.
  3. Look in all areas of the product including the carriage access area, and then remove all paper or obstructions found.
    Figure : Paper jammed in the carriage access area.
    Photo of paper jammed in the carriage access area.
  4. Close the cartridge access door.
  5. Reconnect the power cord to the rear of the product.
  6. Press the Power button () to turn on the product.

Step four: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution three: Make sure that the carriage moves freely

Use the following steps to make sure that the carriage moves freely.

Step one: Check the carriage path

  1. Press the Power button () to turn on the product.
  2. Open the cartridge access door.
    Figure : Open the cartridge access door
    Illustration of opening the cartridge access door
  3. Without turning off the product, disconnect the power cord from the rear of the product.
      caution:
    You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
    Figure : Disconnect the power cord
    Illustration of disconnecting the power cord.
  4. Disconnect the power cord from the wall outlet.
  5. Look inside the product to see where the carriage is stuck, and then check for any torn paper or objects that might be restricting the carriage.
    note:
    You might need a flashlight to illuminate areas for proper viewing.
  6. Reach inside the product, and then manually move the carriage.
      caution:
    Do not mistake a locked carriage for a carriage that is stuck. Check to see if the carriage is docked and locked into place at the right end of its path.
    Do not try to move the carriage from the docked and locked position.
    Figure : The carriage docked and locked into place
    Photo of the carriage docked.
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
  7. Remove all traces of paper or obstructions found.
  8. Make sure that the carriage can move freely across the width of the product by gently pushing the carriage to the left and then to the right.
  9. Close the cartridge access door.
  10. Reconnect the power cord to the rear of the product.
  11. Reconnect the power cord to the wall outlet.
  12. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution four: Clean the rollers

Follow these steps to clean the rollers inside the product.

Step one: Clean the rollers in the rear of the product

  1. Disconnect the power cord from the rear of the product.
    Figure : Disconnect the power cord
    Illustration of disconnecting the power cord.
  2. Remove the rear access door. Press in the release tab on the access door, and then pull the door away from the product.
    Figure : Remove the rear access door
    Illustration of removing the rear access door.
    If the product has a two-sided printing accessory (duplexer) remove the duplexer. Press in the buttons on each side of the duplexer, and then pull it out away from the product.
    Figure : Remove the duplexer
    Illusration of removing the duplexer.
  3. Dampen a lint-free cloth with distilled or bottled water. Squeeze the excess water from the cloth so that it is not soaking wet.
      caution:
    Do not use alcohol or other chemicals to clean the rollers.
  4. Press the cloth against the rollers and rotate them upward with your fingers. Apply a moderate amount of pressure to remove dust or dirt buildup.
    Figure : Clean the rollers
    Graphic of the paper rollers
  5. Look for the paper pick roller farther inside the rear access area.
    Figure : The pick roller
    Photo of the pick roller.
    note:
    The pick roller is a bit more difficult to reach; however, it is the most important part to clean. Make sure to clean it thoroughly. If this roller is not clean, the issue will likely continue.
  6. Dampen a cotton swab with distilled or bottled water, and then use it to thoroughly clean the pick roller.
  7. Clean the rollers on the rear access door or duplexer. Use a clean dampened cloth to clean each roller all the way around.
    Figure : Check the rollers on the rear access door
    Illusration of checking the rear access door.
  8. Allow the rollers to dry completely.
  9. Reattach the rear access door or duplexer. Push the door or duplexer forward until it snaps into place.
  10. Reconnect the power cord to the rear of the product.
  11. Press the Power button () to turn on the product.

Step two: Print a self-test report

Print a self-test report. See the section on how to use these solutions at the beginning of this document.
  • If these steps resolved the issue, and the self-test report prints, there is no need to continue troubleshooting. Connect the USB cable to continue the print job.
  • If the issue persists, continue to the next solution.
  • If the self-test report does not print, skip to the next solution.

Step three: Search for more information

If you are still experiencing issues, see the HP Product Support Home Page, and then search for another document that relates to the symptoms you are experiencing.
Right-click this link, Product Support Home Page, and then click Open in New Window.
note:
If the page displays in the wrong country/region or language, click the Region - Language link in the upper right corner of your browser. Then you can select the correct country/region and language.

Solution five: Service the All-in-One

Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

Preventing paper jams

The following recommendations can help prevent recurring paper jams in your HP product.
  • Before loading paper in the tray, hold the stack of paper, and then tap the bottom edge on a flat surface so that the stack is even on all sides.
  • Make sure that the length and width adjusters on the tray are correctly positioned, and then push the stack of paper forward until it stops in the tray.
      caution:
    Do not force the paper to move too far forward in the tray.
  • Do not overload the tray with paper.
  • Only add paper to the tray when the product is not printing.
  • Make sure the HP product supports the paper type. See the documentation that came with the HP product for more information.
  • Do not print on paper with paper clips or staples attached.
  • Do not use paper that is bent, torn, dusty, damp, wrinkled, curled, or paper that does not lie flat.
  • Use only one type of paper at a time. Do not mix different types, weights, or sizes of paper.
  • Do not use paper that is too thin, too thick, or too glossy for the product.

Causes

The following factors can cause paper jams:
  • Paper loaded incorrectly in the paper tray.
  • Damaged or dirty paper rollers.
  • Torn, wrinkled, or damp paper loaded in the paper tray.
  • The rear access door or two-sided printing accessory (duplexer) might not be closed or is not locked into place.
  • Paper was added to a stack already in the tray while the HP product was printing.
  • The tray contains more than one type of paper.
  • The paper is jammed inside the HP product where you cannot see it.
  • An obstruction is blocking the paper path.
  • Torn pieces of paper from a previous jam are stuck in the product.
  • The tray is too full.
  • If printing on an envelope, the edges of the envelope are bent.

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag Indonesia

hp-detect-load-my-device-portlet

Actions
Loading...